Tag Archives: customer

Value Analysis

Value Analysis

Value is one of the most important concepts within Lean thinking and one of the most valuable outcomes Lean provides. Value Analysis focuses on what adds value to business processes as perceived by the customer. A process that does not add value to the product or service should be redesigned or eliminated altogether. Problem solving and continuous improvement efforts often focus on those aspects of processes that add no value to the customer and are therefore wasteful.   Read more »  


 

Value Stream Mapping

Value Stream Mapping

A Value Stream Map (VSM) is a high-level visual representation of a business process. It helps to understand the flow of value in the process as perceived by the customer. Its primary goal is to identify and eliminate waste (Muda) and make the process as close to lean as possible. Although it is often associated with manufacturing, it can also be applied in product development and service-related industries such as healthcare, hospitality and logistics.

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SIPOC Analysis

SIPOC Analysis

A SIPOC Map is high-level summary of the process. It provides a big picture view of the important elements of the process to gain deeper understanding of the context in which the process occurs. SIPOC is an acronym that stands for Suppliers, Inputs, Process, Outputs and Customers.

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Interviews

Interviews

An interview is a technique used to understand the experiences of others (customers, employees, etc.). It takes the form of a conversation between the interviewer and the interviewee. It is often conducted in an informal and natural way where the respondent can freely express his/her opinion in his/her own words. Although interviews can be used to obtain almost any information, information is still based on personal opinion and not based on facts.   Read more »  


 

Kano Analysis

Kano Analysis

Kano analysis is a method used to identify and categorize customer needs. These categories are then considered when analyzing potential opportunities for improvement. Kano is often used when collecting the voice of the customer to categorize and prioritize all forms of customer feedback. It can be used in conjunction with QFD as well as in Six Sigma implementations.

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Questionnaires

Questionnaires

A survey is a data collection method used to gather information from a selected group of people. It is used to collect written or verbal information in an organized and objective manner. A survey involves all aspects of the research process including: survey design and construction, data collection planning, data collecting, data processing and response analysis. The most common methods used to conduct surveys are questionnaires, interviews, focus groups and observations.

A questionnaire is a tool often used in research and statistical studies to collect and record information about a particular issue of interest.   Read more »  


 

Quality Function Deployment Template

The main idea behind the Quality Function Deployment (QFD) is to translate customer requests into solutions to meet those requirements. It is a methodology for taking the Voice of the Customer (VOC) and using that information to drive aspects of product development or process improvement. It allows for answers to questions such as: what do our customers need and want? how well are we doing relative to our competitors, and so on.

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